Start a Return

Returns and Exchanges

At Lila and Hayes, we want you to love every piece. If something isn’t quite right, we’re happy to help with a return or exchange.

Return Eligibility

• Returns and exchanges must be initiated within 14 days of delivery.

• Items must be unworn, unwashed, in original condition, and have all original tags attached.

• Once a return is started, items must be mailed back within 7 days.

Refunds

• Full-price merchandise is eligible for a refund to the original payment method.

• Customers who purchased Free Returns & Package Protection (Checkout+) at checkout qualify for free returns.

• Customers who did not purchase Free Returns & Package Protection (Checkout+) will have a return shipping and processing fee applied to eligible returns and exchanges.

Store Credit

• Eligible sale merchandise may be returned for store credit only.

• Store credit is issued electronically and can be used on any future purchase.

Exchanges

• We offer exchanges for eligible items, subject to product availability.

Final Sale Items

The following items are final sale and cannot be returned or exchanged:

• Final Sale items ending in .95

• Personalized or monogrammed items

• Gift cards

How to Start a Return or Exchange

To begin a return or exchange, please visit our Return Portal and follow the prompts.

Gift Returns

Gift recipients may return eligible items in accordance with our return policy. Store credit will be issued for approved gift returns.

Holiday Returns

Purchases made between November 1 and December 15 may be returned through January 15.

Orders placed after December 15 follow our standard return policy.

Please contact customer service with any questions. 

Frequently Asked Questions

How long do I have to return an item?

Returns and exchanges must be initiated within 14 days of delivery. Once a return is started, items must be mailed back within 7 days.

What condition must returned items be in?

Items must be unworn, unwashed, in original condition, and have all original tags attached.

Is there a fee for returns?

Customers who purchased Free Returns & Package Protection (Checkout+) at checkout qualify for free returns. For others, there is a return shipping and processing fee applied to eligible returns and exchanges.

Can I return sale items?

Yes, eligible sale merchandise may be returned for store credit only.

What items are final sale?

Final Sale items ending in .95, personalized or monogrammed items, and gift cards cannot be returned or exchanged.

 

How do I start a return or exchange?

Visit our Return Portal to begin the process.

How do gift returns work?

Gift recipients may return eligible items in accordance with our return policy. Store credit will be issued for approved gift returns.

What is the holiday return policy?

Purchases made between November 1 and December 15 may be returned through January 15. Orders placed after December 15 follow our standard return policy.